Adrian Simpkins

Hiya, One of my Users is getting an error NET::ERR_SSL_OBSOLETE_VERSION when he tries to launch Service manager in Edge or Chromium - he is able to access Service Manager fine on IE, just not on the other 2 browsers. He is working remotely via VPN, which is the only out of the ordinary factor here. However, i have a large number of other Users doing the same and they are not reporting any issues Any ideas please? Many thanks !

Hi Steve, Thank you for the clarifications - very helpful, and thank you for considering the idea Many thanks

+1 here - both handy options to have available

Hi Jeremy, I didn't even realise there is a template editor in the Inbox so thanks this is great I am going to follow this as interested to see how to use the Groups myself now

+1 for us too, we have some PC's where it branches off and we advise the Customer to Cancel this request and raise it under the correct Service, but the Customer can still click Next and raise the request. it would be great to have a way to end the PC in these scenarios through the process, rather than relying on the Customer to select Cancel. An example would be our Place an Order process where we specify Laptops should not be raised under this Service and point the Customers to our Remote Service instead. Not all, but a number of Customers choose to ignore this advice, then raise the request and we then have to go back to them to Cancel the incorrect request and get them to raise it under the correct Service Thanks !

Hi All, just testing the Problem and Known Error processes for rollout to all our Users, and some questions were raised around the MeToo button function on a Known Issue whilst I was demonstrating this feature to senior members: - are there any options to further tailor the MeToo process at all please? The reason we ask is the MeToo button would give us an indication that someone else is having the same issue but this doesn't really give us any data other than another Customer is affected. Ideally we would also like to be able to capture if they are affected, or if the known issue workaround resolves their issue as having just one value response doesn't clarify the Customers position clearly. - are there any options to have more than one button on the MeToo setup at all? This would help with the above as we would envisage potentially having 2 MeToo buttons - one to confirm I am still impacted, and the other to confirm the solution has fixed the issue. We would want to be aware of anyone who is still impacted to aid with further investigation if required. Also I wanted to confirm if I am the Owner of a KE record and someone clicks on the MeToo button do I get a notification in Service Manager in the normal manner? What would happen if the KE is published with a perm fix, and then closed, then a Customer hits the MeToo button? I am interested to see how others are reviewing / managing published Known Issues in this scenario, as these should be reviewed on a regular basis (we are looking at using a custom activity potentially for this review set to trigger every 6 months). I have seen a previous post around reporting against the MeToo function, so this will enable us to produce a report. However, ideally we would want to further understand the Customer's position when hitting the button. Many thanks!

Hi Bob, We use standard mappings across our Services, so for example all Services have the Site as custom_a, the location on Site is custom_b, etc etc. Trying to keep this Standard field mapping across all Services is fine, however some Services do not fit this mapping either because not all standard questions would appear in everything all the time, so some other Services where I want to map I only have the existing shared mapped field value available, and this in turn can create a mixture of data when our teams implement a request list with Custom data fields (hope that makes sense). Or they do not fit the mapping as some requests have a high number of data fields that need to be saved as a custom field for BPMs but do not ask the same Generic questions, which in turn are then used in the BPM logic / Email templates etc Not a massive issue right now, more of a preemptive strike request from me to see if we could have anymore for future proofing Thanks !

Looking forward to these changes @James Ainsworth so I'll just park this comment here

Hi All, Just to confirm I have fixed the issue - the example Problem BPM has the Start Respond / Resolve Timers before the evaluation of the Priority, so of course the system will not start either timer until a Priority is set. I have moved these start nodes to trigger after the evaluation of the Priority takes place, and it is now showing the timers as expected in the Information panel Many thanks as always !

Thanks all for the pointers, I will take another look at the BPMs and raise some further tests, then update here Many thanks as always

Hi All, Just wanted to clarify would an SLA trigger against a Problem or Known Error when set against a Service with SLA setup? Reason I ask is I based my initial BPM's for Problem and Known Errors using the provided Hornbill example which has nodes in it for starting / stopping Resolve and Resolution timers. However, when I raise a request there is no Response / Resolution timers showing in the Information panel - is this correct ? I can see why we may not want to apply an SLA to a Problem or Known Error Many thanks !

Hi All, Just to update I have resolved the issue with the PC not triggering by setting this up in our RaiseNew PC set against Service Manager Many thanks !

+1 for me - this would be really helpful feature especially as our SLA's can be complex with all the Rules setup on an auto escalating SLA

+1 from me, would love some more VarChar fields to make use of

Hi Victor, when I check this on our instance the default is still 'Co-Workers' rather than 'All' so still having to click on 'All' to search every record Thanks!

Hi All Please ignore the above, he has now confirmed it is working after clearing history etc - probably just a blip when he tried it earlier after the clear down Many thanks!

Hi All, I have one User who is reporting that he is unable to resolve any requests - the Resolve button appears greyed out, and when he hovers his mouse over it a 'No Entry' sign appears. He has tried this on IE, Edge and Chrome, and has cleared down the browsing history / cookies etc but still the same. His account looks fine on the Admin side. Any ideas why showing like this for one User at all please? Many thanks !

Hi Steve, Thank you for the clarification - the text i have copied shows on this Wikipage: https://wiki.hornbill.com/index.php?title=Identifying_Problems I still have the issue though with the Problem and Known Error set PC's not triggering - the Problem flow for example should capture the summary and description, the Service raised against, the asset (if available) - however when I go to raise a new Problem the request just captures the customers name and raises - it is not triggering the PC behind it as set above Many thanks

Sorry forgot to add that we currently just have the default PC in place for Problems and Known Errors as below - however when i try raising a request it doesn't trigger the PC's setup? Settings are as below for each type, however when raising a problem or known error the PC flow in these 2 PC's is ignored, and the request just captures: Name of Customer Thanks app.itsm.progressiveCapture.newKnownErrorname of progressive capture flow for new known error new known error app.itsm.progressiveCapture.newProblem name of progressive capture flow for new problem request new problem

Hi All, We are looking to get our Problem and Known Error features activated, and up and running for our teams. When I read the Wiki it advises as below that a 'User with a minimum of Problem Investigation Assignee should be able to raise a Problem request using the drop down on the Raise New Icon etc'. However we have disabled the out of the box Raise New button and control what type of requests our Users can raise using a Raise New Progressive Capture form, so when a User I have assigned just the below role to tries to raise a Problem record it doesn't show as an option for this User. They do not see the Problem or Known Error Icons in the Request list options, and they do not see Problem option when using Raise New button. I can see how we add SR / IN / CH processes to the Raise New PC, but can not see how I would setup a PM or KE. Just trying to understand how one of our Users can have the power to just raise a Problem in this scenario please - they should not be able to work a Problem just raise it so that someone else with the partial / full role of Problem Management User / Problem Management Full User Access would then pickup the Request to action / publish Known Error etc Many thanks Adrian An analyst with a minimum of the Problem Investigation Assignee role can raise a new Problem record from the following places: The Request List > Using the Raise Problem drop down option next to the Raise New icon Boards > Using the Raise Problem drop down option next to the Raise New icon Existing Incidents records > Using the Raise Problem from the Raise New Linked Request option under the Link Action Bar or Using the Raise Problem drop down option next to the Raise New icon

Hi Rashid, Just to add we have recently implemented automatic VIP notices onto our instance, along with an updated SLA with rules for VIP auto escalation built into it. It did involve updating all the BPMs, but I found once you have done it once the cut and paste feature makes it nice and easy to replicate across your BPMs. Using the guide from Steven we now have a VIP notice added via the bpm, along with the VIP priority available from our updated SLA. We also created a VIP Board, along with automatic emails to senior managers to make them aware. So rather than having a different colour to highlight a VIP request in any teams request lists, the VIP Board and automatic emails drive VIP request action within our teams, as the managers are responsible for making sure a member of their team takes action. Happy to assist if you have any questions, Many thanks Adrian

Hi Martyn, Thank you for the pointers, much appreciated. If the team are still wanting a demo of Jira in action would you be open to a quick meeting at some point please? I am aware that of course you may not be able to show us your live Jira session in action due to data confidentially issues, but I feel if they talk to someone who has this already in place it would go some way to calm the reservations Many thanks!

Hi All, I have started looking into setting up Jira integration as one of our Teams uses Jira quite heavily for managing issues on their system. I was hoping that someone may have this already setup, and would be happy to have a quick meeting to discuss / demo its functions please, as the team are interested but unsure if they would want to use it. So to try and minimise their hesitation, having a working integration shown to them would be most beneficial ! Many thanks Adrian

Hi Alex, I will collate the examples I have had provided and update here as soon as possible Many thanks

Hi All, just jumping on this thread as I have had the same issue being reported to me from a number of our Users over the last couple of weeks. The main issue is Users are setting the timer clock going or entering a value, but this then does not translate or register against the total time field on a request. I will have to work through the examples provided by my Users, so will repost here when I have some specific examples As a workaround I have provided guidance on how to manually enter a Total Time using the Timesheet function on the side bar which is allowing Users to still register their time spent. Many thanks Adrian